lost bt number

[PL47]

hi

im after some help

my father recently passed who was the VM account holder so a new account had to be set up in my mother name, the sales rep promised the house phone number would be ported over as the number has been my parents since 1976

temp number was issued, told this is normal while the port is in progress, waited 2 weeks told everything had gone through port was successful on July 4th but number is not working. contacted customer services told to wait 48 hours still nothing then told to wait 10 days still nothing. now being told there is nothing Virgin can do and if my mother wants the number she will have to sign up to BT ?? customer services dont want to know or help. is there any VM techs that could help?

[Gareth_L]

Hello PL47

First of all we're very sorry to hear about your recent loss. The last thing you need right now is having to deal with the number port for your mother.

With the account being in your mother's name it's tricky to be able to help as certain things can only be done with the actual account holder. The only exception being if you have Power Of Attorney on the account, then we can treat you as the account holder.

Can we please ask if you do have  Power Of Attorney for your mothers account?

Gareth_L

[PL47]

hi 

yes i have set up and am running the account for her

any hospital/doctors only have the landline number so she is panicking a little in case she misses any appointments 

thanks

[Gareth_L]

Hello again. 

Thanks for confirming you have power of attorney on the account.

So we can take a look at this. I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Regards     
Gareth_L